SFSC Integrations focus + strong Agent force

Type – Hybrid

Salesforce Service Cloud Engineer (Integration focused + strong Agent force)

Qualifications

• 8+ years of experience delivering Salesforce solutions, with focus on Salesforce Service Cloud in complex enterprise environments.
• Deep understanding of Service Cloud capabilities, including omnichannel routing, digital channels, Agentforce, case management, and contact center operations.
• Experience working closely with Salesforce (product teams, account teams) and understanding SKUs, features, and roadmap capabilities
• Experience with enterprise data models, business metrics, and KPIs within Salesforce, particularly for service and agent performance reporting.
• Expertise in contact center analytics, including agent productivity, case lifecycle management, customer interactions, and SLA performance.
• Hands‑on experience integrating Salesforce with enterprise data platforms and services, including Snowflake, using both batch and real‑time patterns.
• Exposure to event‑driven architectures and real‑time integrations using Kafka or similar streaming technologies.
• Exposure to scalable, secure architectures that integrate Salesforce with broader enterprise tech stacks (e.g., Java, Spring Boot, APIs).
• Ability to collaborate effectively across internal development teams, multiple systems integrators (SIs), and third‑party vendors.
• Strong communication and stakeholder‑management skills, with the ability to bridge business requirements, Salesforce administrators, developers, data engineers, and analytics teams.